About the Team

About the Role

What you’ll do

• Own outcomes across a portfolio of customers, with a focus on driving adoption, retention, and expansion
• Use product usage data, health signals, and lifecycle insights to proactively identify risks and opportunities, and prioritize engagement
• Engage customers at key moments in their journey, including onboarding, adoption, and renewal risk, to drive measurable business outcomes
• Execute and iterate on scalable programs and playbooks that accelerate activation, deepen adoption, and support long-term value realization
• Deliver targeted engagements as needed (e.g. workshops, Miro Days, and virtual sessions) for high-impact opportunities and risks within your portfolio
• Advise customers on best practices to embed Miro into core workflows and improve collaboration and innovation
• Partner cross-functionally with Sales, Product, Support, and Education by sharing customer insights, escalating friction points, and contributing to solutions that improve the customer experience
• Maintain accurate account data and documentation in Gainsight and internal systems to ensure visibility and continuity
• Contribute insights and patterns from your portfolio to help improve team programs, playbooks, and overall customer experience at scale

What you’ll need

• 3+ years of experience in customer-facing roles within SaaS, fintech, technology, or consulting environments
• Demonstrated AI fluency, with the ability to leverage AI and automation to enhance customer engagement and scale impact
• Consultative mindset with experience in consulting a major plus, demonstrating the ability to guide customers through discovery, challenge assumptions, and align solutions to business outcomes
• Experience engaging with C-level stakeholders and partnering with engineering, product, and design leadership teams
• Strong organizational and prioritization skills, with the ability to manage multiple engagements in a fast-paced, signal-driven environment
• Comfort using data, product insights, and customer health indicators to inform decisions and drive targeted engagement
• A self-starter mindset with a high degree of ownership, curiosity to experiment, and the ability to take ideas from concept through execution and iteration
• Ability to quickly adapt and learn in a dynamic environment, pivoting based on new information, signals, and business needs
• Clear and confident communication skills, with the ability to engage customers across industries, roles, and levels of maturity
• Confidence contributing ideas, challenging the status quo, and influencing team discussions 
• Experience with tools such as Gainsight, Salesforce, Slack, Gong, Gemini, Claude or other advanced AI technologies used for building new workflows is a plus
• Fluency in English and at least one additional language (Spanish, Dutch, or French) is a pls
• Bachelor’s degree required

What's in it for you

We want you to feel supported, connected, and ready to grow. Our global benefits package generally includes equity, a wellbeing benefit, a WFH equipment allowance, and an annual Learning & Development stipend. Join a diverse team where you can do your best work. Full benefits may differ per location. If you would like to learn more about location-specific benefits, please refer to our Global Miro benefits board.

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About the Team

Miro’s Customer Experience includes the following teams: Renewals, Customer Success, Customer Support, and Customer Education.  All teams are focused on our mission of empowering our customers to create the next big thing! The Customer Success team is a global group and this role sits on our UK/I team on the Strategic Customer Success Team. Our team is focused on delighting our customers by being a strategic partner, and by ensuring they rapidly achieve value with Miro as they drive innovation with their teams. 

About the Role

Miro is growing its Customer Success organization, and we are looking for empathetic, customer-centric individuals to join our team! A Strategic Customer Success Manager’s primary responsibility is to ensure our customers realize the value from the investment they have made in Miro. In order to accomplish this, you will work to ensure that our platform and its underlying capabilities are tied to critical business workflows with each customer in your portfolio. You will nurture key stakeholder relationships, and be passionate about getting multi-threaded within accounts. You will build and maintain joint success plans, schedule and run quarterly executive business reviews, and you will act as the voice of the customer within Miro.

This is a permanent, full time role, 2 days p/w on Tuesdays and Thursday in our London hub.

What you’ll do

• Be responsible for a portfolio of a hybrid UKI book of business amounting to £100k plus in revenue 
• Become a Miro product expert and use this knowledge to effectively guide customers towards their desired outcomes;
• Deeply understand a customer’s business, diagnose adoption and value gaps, and co-create outcome-driven plans that maximize realized value, retention, and expansion
• Engage with internal and external stakeholders to improve customer retention metrics (Activation, MAU, Engagement)
• Identify, track, and improve the health status of each of your customers
• Develop best practices for customer growth/renewal to ensure ongoing customer success
• Partner with our sales and renewals teams to help maintain and grow our partnerships
• Utilize industry leading tools like Gainsight, Outreach, Looker to prioritize and manage your portfolio

What you’ll need

• 5+ years in a Customer Success or other B2B client-facing role, in a B2B or B2B2C SaaS company as a CSM
• Experience in a strategic consulting firm handling complex accounts is a must for this role
• Consistent track record of handling a strategic portfolio of large Enterprise Accounts
• Experience in working cross-functionally daily. Being the bridge that connects the users with the rest of internal teams (Customer, Support, Sales, Product, etc)
• Strong experience in interacting with decision makers of all levels and various departments and in establishing credibility with key decision makers from the customer side
• Demonstrated examples of building and executing large scale adoption plans 
• Strong written and verbal communication skills
• Excellent listening skills, customer-centric mentality and empathy towards users and customers
• Ability to recognize & increase business value as well as internal opportunities
• Ability to collaborate in a constantly evolving scale-up environment. You think beyond your own role and function and have the big picture in mind with everything you do. You’re not boxed-in when it comes to your responsibilities but will do what is needed to get to the best outcome fastest
• Have proactive and collaborative mentality and excellent time management skills, ability to handle multiple accounts & assignments simultaneously
• Experience or high curiosity about the SaaS and AI
• Fluency in English

What's in it for you

We want you to feel supported, connected, and ready to grow. Our global benefits package generally includes equity, a wellbeing benefit, a WFH equipment allowance, and an annual Learning & Development stipend. Join a diverse team where you can do your best work. Full benefits may differ per location. If you would like to learn more about location-specific benefits, please refer to our Global Miro benefits board.

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About the Team

You'll join Miro's Professional Services team as a Technical Account Manager in EMEA, reporting directly to the EMEA + JAPAC lead. Our mission is straightforward: be strategic partners to the enterprise customers who pay for TAM services. You'll work closely with the PS team to share what you're learning and avoid reinventing the wheel, partner with Product to stay ahead of new capabilities and solve tricky technical challenges, and team up with Customer Success to make sure large accounts get both the deep technical expertise and the relationship coverage they need. This is a newly created role designed to fill a real gap — we need someone who can bring advanced consulting skills with a sharp focus on AI-driven delivery.

About the Role

You'll be the first to pioneer how we deliver TAM services using Miro's AI capabilities, then feed those insights back to help the whole team get better. Your job is to help enterprise customers redesign how they work — guiding them through innovation workflows, building integration strategies that actually stick, and turning Miro into something their teams can't imagine working without. You'll spot opportunities to improve platform health and adoption before customers even ask, equip internal champions to spread adoption across their organizations, and lead the kind of change management that makes Miro a cornerstone of how companies innovate. The work matters because you're directly shaping how enterprises use AI to transform their workflows and embed better ways of working into their daily reality.

What you’ll do

• Re-design and optimize AI-driven business workflows that transform how enterprise customers work across the full innovation cycle, from discovery through delivery
• You'll support customers in integrating with Miro's REST APIs API, WebSDK, and MCP to create integrations that drive real business value
• Own the technical health of customer accounts by monitoring platform engagement and spotting opportunities to deepen adoption, reduce time spent switching between tools, and help teams work faster with Miro's AI capabilities
• Build and scale adoption across customer organizations by coaching internal champions, supporting Centers of Excellence, and helping teams navigate the organizational change that comes with making Miro a strategic part of how they innovate
• Partner with Customer Success Managers to run Quarterly Business Reviews, turning platform data and adoption patterns into clear insights that inform strategy and prove business impact
• Act as the strategic technical partner for customers paying for TAM services — you'll own outcomes end-to-end, anticipate needs before they surface, and proactively shape how customers get the most from Miro

What you’ll need

• 5+ years in consulting, technical account management, forward deployed engineering, or similar customer-facing technical roles at enterprise SaaS companies — you've been in the room with complex customers before
• Hands-on experience with AI tools, prompt engineering, and agentic workflows — this isn't theoretical; you actively use AI to solve problems and deliver faster, and you're comfortable teaching customers to do the same (this is critical)
• Strong technical fluency with APIs, integrations, and how enterprise IT ecosystems actually work — you can architect solutions and have technical conversations that build customer confidence
• A track record of leading workflow optimization, driving platform adoption at scale, and managing change across large organizations — you know what it takes to get entire departments to work differently
• Expertise in using platform analytics to make data-informed decisions and the ability to facilitate executive-level conversations and cross-functional workshops with credibility
• A proactive, ownership-driven mindset — you act without waiting for permission, define what success looks like, and drive to outcomes instead of just completing tasks

What's in it for you

We want you to feel supported, connected, and ready to grow. Our global benefits package generally includes equity, a wellbeing benefit, a WFH equipment allowance, and an annual Learning & Development stipend. Join a diverse team where you can do your best work. Full benefits may differ per location. If you would like to learn more about location-specific benefits, please refer to our Global Miro benefits board.

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